Frequently Asked Questions
Q. How long do orders normally take, I've been waiting 1 week for my order?
A. All custom products have varying manufacturing times, however custom orders can take up to about 6 weeks for manufacture, please note this excludes postage and packaging times which will vary depending on the method selected. Please read the product description for varying manufacturing times.
Q. I ordered a custom product 2 days ago with express post but have not yet received it?
A. Express shipping does not necessarily decrease manufacturing time, please check the allotted time for your product(s) to be manufactured then your order will be sent with express post.
Q. Why do your custom products take so long to manufacture?
A. As our custom products are made to order each have a number of processes to go through to reach completion.
Q. How long does postage take?
A. it varies depending on location and shipping method selected. Free postage generally takes between 3-14 business days Australia wide. Standard shipping usually takes 2-7 business days and express shipping is most commonly the next day with some areas experiencing a few days delivery.
Q. I ordered a keyring yesterday but I have changed my mind on the colour and name how can I change this?
A. Unfortunately we can not change details of an order once it has been processed, if you send an email however to firstname.lastname@example.org we will do our best to assist with your requirements.
Q. I want to have a custom sign made, what format do you need the file to be?
A. Ideally your logo needs to be in a .EPS or .AI file make sure your designer flattens all transparencies in your files and outline all fonts. If you send a file without fonts outlined, we might not have the font associated with your text and will require the original font installation file. If this file format is not available its not a problem we can make anything work however there may be a small design fee if we need to convert your logo for you from a .JPEG .PDF or .PNG (we will let you know in advance if this is needed)
Q. How long do orders normally take, I've been waiting 1 week for a custom Name letter?
A. All custom products have varying manufacturing times, however Name letters take up to about 6 weeks for manufacture, please note this excludes postage and packaging times which will vary depending on the method selected.
All of the above information is as a guide only, and is subject to change without notice. Any information provided to yourself from Hexi is considered to be the fact if differing from the above FAQ.